Plans to axe ticket offices have been met with frustration by commuters (Image: GETTY)
Gone are the days of queuing up at the ticket office in your local train station. With the rise of web and app booking, self-service machines, and QR code tickets on smartphones, many people can’t even remember the last time they stepped foot inside a ticket office.
But while these changes have brought convenience to the majority of commuters, there are concerns that the proposed closure of ticket offices across the country will leave some passengers feeling stranded.
The Rail Delivery Group (RDG), the industry body representing train operators, recently unveiled plans to shut down nearly all ticket offices, leaving only the busiest stations with a physical presence.
This move is part of an effort to “modernise customer service” and cut costs in the wake of the Covid pandemic, which has severely impacted the railway industry’s revenue.
In Greater Manchester alone, 45 manned ticket offices, including the one at Manchester Piccadilly, are set to be closed. However, Manchester Victoria and five other stations in the region will retain their ticket offices under the proposed plans.
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Traditional ticket office queues are becoming obsolete (Image: GETTY)
Avanti, one of the train operators, has assured passengers that the ticket office at Manchester Piccadilly will remain open in the short term for customers with complex ticket queries that cannot be resolved online or at a ticket vending machine.
But outside Stockport station, many commuters speaking to Manchester Evening News were taken aback by the news. While they personally don’t rely on ticket offices, they acknowledged their importance to certain groups, such as the elderly.
Yvonne, a sporadic train commuter, said: “I think it is cheaper online. I would very rarely use a ticket office myself. But they are necessary for other people. Not everyone wants these to be gone. Not everyone is online, and these people need a choice.”
Jez Reid suggested cuts should be made elsewhere: “It doesn’t affect me because I just use the app for my tickets. I can’t ever think of a time I’ve used the ticket office. I think they serve a purpose though – not everyone is online and need the offices. To get rid of them would take that service away.”
Passenger consultations will be conducted by rail companies across the country, but trade unions and disability groups have already expressed outrage over the proposed closures. They fear that job losses and the neglect of vulnerable passengers will be the result.
Vivienne Francis, the chief social change officer at the Royal National Institute of Blind People, highlighted the detrimental impact on blind and partially sighted individuals. According to research conducted by the RNIB, only three percent of people with sight loss reported being able to use a ticket vending machine without any issues, while 58 percent found it impossible.
Zoe Merchant, who was traveling with her friend Cath Hewitt, emphasised the importance of having a robust plan in place to support those who may struggle with tickets. She said: “As long as there is a plan in place for those who depend on the offices, I think the decision is fine.”
On the other hand, Phil Wilks prefers the human interaction and trustworthiness of ticket offices. He said: “I go to the ticket office personally. It is because of human interaction, and it is more trustworthy than online. It is easier to just go there and pick up a ticket. Sometimes you even have to queue up for the office, so it is still used. They still serve a purpose.”
RDG data reveals only 12 percent of train tickets were purchased from ticket offices last year, a significant decrease from 82 percent in 1995. However, Gerald Leach, an 89-year-old train enthusiast, believes ticket offices offer more than just ticket sales. He explained: “There is the issue for people with disabilities and the other is that if you go to the ticket office they can offer advice. If you go to the office they may not only give you the quickest option, but the cheapest one as well, which you can’t get online.”
While Mr. Leach acknowledges the benefits of online booking and personally prefers to book tickets online, he still finds ticket offices helpful and believes they serve a purpose. He also expressed concerns that the closure of ticket offices could lead to revenue loss for companies, as it might encourage some passengers to avoid paying their fare.
Transport unions and pressure groups have voiced their opposition to the mass closure of ticket offices, arguing that it will diminish the rail network. They urge the industry to encourage self-service options without forcing them upon passengers. Neil Middleton, director at Railfuture, emphasised the potential negative impact on passenger numbers and income if fewer people choose to travel by train.
RDG’s chief executive, Jacqueline Starr, defended the proposed changes, staying: The ways our customers buy tickets has changed and it’s time for the railway to change with them.”
She highlighted only 12 percent of tickets were sold at ticket offices last year, with 99 percent of those transactions available through ticket vending machines or online. Ms Starr believes the proposed closures will allow for more staff to provide face-to-face assistance with a wider range of support, from journey planning to helping passengers with accessibility needs.
The RDG is committed to treating its staff fairly and providing support and additional training to help them transition into new roles. The industry has sought the views of accessibility and passenger groups during the creation of these proposals and will continue to do so throughout the consultation process.
Passengers who wish to participate in the consultation are encouraged to visit their local train company’s website or consult Transport Focus or London TravelWatch for more information.
This article was crafted with the help of AI tools, which speed up Express.co.uk’s editorial research. A news editor reviewed this content before it was published. You can report any errors to readercomplaints@reachplc.com.
